Logistics Administrator

Rothmans, Benson & Hedges Inc BE A PART OF A REVOLUTIONARY CHANGE At Rothmans, Benson & Hedges Inc. (“RBH”), Philip Morris International’s subsidiary in Canada, we’ve chosen to do something incredible. We’re totally transforming our business to deliver a smoke-free future and improve the lives of millions of people in the country. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. Bring us your curiosity and capacity to engage people and you can be part of the digital, omni-channel team that’s driving our huge commercial transformation. If you’re a forecaster and forward-thinker, you can make a huge impact, come join us! The Logistics Administrator is responsible for supporting the Canadian ecommerce platform and associated logistics for direct-to-consumer deliveries in Canada for all aspects of smoke free products. This role is responsible for fostering and managing the relationship between RBH and the D2C (“direct to consumer”) couriers. The Logistics Administrator acts as the critical linkage between Customer Care, B2C, Finance, Order Management teams and our 3rd Party Logistics (“3PL”) to ensure internal and external expectations are met. The Logistics Administrator is responsible for improving overall consumer experience regarding smoke free product logistics, consignment order (capture, delivery, reporting, adjustment, and investigation), E-commerce/platform enhancements, troubleshooting and work around to fulfill on commitment to consumer. Above responsibilities are executed with effort towards reducing cost and maximizing efficiency through process improvement, project implementation and analysis. YOUR DAY TO DAY • Responsible to support delivery related escalations including tracking & resolution. Oversee the 3PL and carriers to improve consumer experience and identify delivery related errors. Support with the distribution of smoke free products to consignees, consumers, and direct boutique channels through the coordination of couriers, warehouses, systems, and internal staff. • Responsible to monitor all Ecommerce orders ensuring 3PL receives orders and has shipped on time. Investigate, resolve, and raise to B2C when required. Communicate and coordinate to key stakeholders when applicable. Responsible for maintaining and collaborating with 3PL on Ecommerce tracker. Identify gaps and recommend action plan and implement as agreed. • Support with maintaining and creating all logistics specific knowledge base articles for Consumer Care. Monitor feedback from Customer Care to make enhancements to processes to simplify handling in the contact center and by sales reps. • Responsible for assisting Finance with chargebacks claims and providing support documentation to refute claim. Responsible for completing claims against 3PL or courier. WHAT WE ARE LOOKING FOR • College/Bachelor’s degree in IT, Business Management, Finance, or similar. • 5+ Years’ experience in a Customer Service Role, 1+ years’ experience in a logistics role • MS Office skills essential, SAP (preferred). • Self-starter and the ability to work in a fast-paced environment. • Understanding of time management and e-mail management within a fast-paced, matrix business model. • Cross-functional perspective and coordination • Demonstrated communication skill and diplomacy to partner with multiple department company wide. WHO WE ARE We are Rothmans, Benson & Hedges Inc., Philip Morris International’s subsidiary in Canada. Today we are Canada's second largest tobacco company. In addition, RBH Inc. was awarded Top Employer for 2017, 2018, 2019 and 2022. We currently employ over 800 people throughout our six corporate and sales offices and our factory. Our parent company PMI is one of the world’s leading international tobacco companies. In addition to the manufacture and sale of cigarettes, PMI is engaged in the development and commercialization of smoke-free products. Click on the following link to learn more about what RBH believes: https://www.rbhinc.ca/home/what-we-believe Rothmans, Benson & Hedges is committed to providing equal employment opportunity for all current and prospective employees, as well as to promoting a culture of inclusion and respect for everyone. We celebrate the innovation that diversity creates in the work environment, and we recognize that each employee brings their own unique capabilities, experiences, and perspectives to the organization. It is this diversity that adds value to our teams, as well as to our stakeholders. We are committed to providing equal employment opportunity regardless of race, ancestry, color, religion, sex, marital/family status (including pregnancy), national origin, sexual orientation, immigrant and newcomer status, gender identity/expression, age, citizenship, or disability. We consider qualified applicants who have passed the criminal background checks, consistent with legal requirements. We strive to recognize and value diversity and equity, and to ensure the inclusion of underrepresented groups and the four designated groups: women, Indigenous peoples, persons with disabilities and members of visible minorities. We value, respect, and equally support applicants from these groups. We welcome and encourage applicants to reach their full potential with us. If you are unable to apply for a position online, or require any further accommodation during our recruitment process, please contact: AODA.RBH@rbhinc.ca. FOLLOW US ON SOCIAL MEDIA: RBH LinkedIn: https://www.linkedin.com/company/rothmans-benson-hedges-inc/ Facebook: https://www.facebook.com/RothmansBensonHedges/ Twitter: https://twitter.com/RBHinc RBH website: https://www.rbhinc.ca/